Awintura Casino - O jogador não consegue verificar a conta para saque.

I am unable to verify my account in order to make a withdrawal. On the 16th, I requested a withdrawal, and three days later, I received a message stating that I needed to verify my account. I have sent the documents five times, and they always reply with an automatic email saying that the images are unreadable, which is not true. I have entered the chat multiple times, and it is always the same representative who gives the same robotic response. As a result, I can't make a withdrawal or get my account verified. It seems like a fraudulent site, I just want my money back.

Não consigo verificar minha conta pra poder fazer um saque.Desde o dia 16 fiz a solicitação de saque e 3 dias depois me mandam mensagem alegando que tinha que verificar a minha conta.Ja mandei os documentos 5 vezes e eles me mandam sempre a mesma resposta de uma mensagem automática via email dizendo que as imagens não está legível e etc... O que não é verdade.Ja entrei várias vezes via chat e é sempre o mesmo atendente e que tbm só dá a mesma resposta parecendo um robô e assim não consigo fazer saque e muito menos ter minha conta verificada,tá parecendo ser um site fraudulento,só quero meu dinheiro de volta.

Dear Jhonramos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Did the casino specify which documents in particular need to be submitted again?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I've already sent my ID card and a selfie of me holding my ID card, as well as my driver's license and a selfie of me holding my driver's license. But they always send the same automatic message, and they never approve the images I send.

Já enviei RG e selfie segurando o RG, assim como CNH e selfie segurando CNH foram o que pediram pra verificação.Mas sempre mandam a mesma mensagem automática,e nunca aprovam as imagens enviadas.Ja mandei várias vezes e nada.Hoje dia 19 /07 mandei novamente já 2 vezes e as duas foram rejeitadas e sempre com a mesma resposta,nunca falam o pq foram rejeitadas.To suspeitando que esse site seja fraude e não paga seus clientes.

Thanks for the explanation.

Could you please share your communication with the casino when you attempted to resolve the issue yourself? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Jhonramos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

After many attempts and headaches, my account has been verified. Thank you.

Depois de muitas tentativas e dor de cabeça ,minha conta foi verificada.Obg

Dear Jhonramos,

Has your withdrawal been successful? May we consider the issue resolved?

Yes, it's been solved

Sim,foi resolvido

Dear Jhonramos,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru